Is Vacasa’s cancellation policy fair?

All Shira Newman wanted to do was cancel her vacation rental in Seaside, Ore. She figured that she’d booked the rental at the last minute and then canceled shortly thereafter — easy come, easy go. So why not refund her $459?

Elliott Advocacy is underwritten by Generali Global Assistance. Generali Global Assistance has been a leading provider of travel insurance and other assistance services for more than 25 years. We offer a full suite of innovative, vertically integrated travel insurance and emergency services. Generali Global Assistance is part of The Europ Assistance (EA) Group, who pioneered the travel assistance industry in 1963 and continues to be the leader in providing real-time assistance anywhere in the world, delivering on our motto – You Live, We Care.

Why, indeed?

Well, I didn’t get very far with this one. I’m actually surprised I let her grivance go this far. Her case must have struck a nerve with me, because from the outset, I knew her chances of getting a refund were slim.

But still, there’s an important takeaway here for people who are renting rooms and booking hotels I’ll get to that in a minute.

For now, though, let’s talk specifics. Newman had booked a last-minute vacation rental on a Monday for the following Sunday to Wednesday. But on Tuesday, her son had a “breakdown” while he was at summer camp.

“I had to go pick him up,” she says.

So on Wednesday, five days before she was supposed to check in, she phoned the vacation rental booking service she’d used, a company called Vacasa.

“They told me that since I was outside their 24-hour window of canceling, the best they could do was to refund me the cleaning fee,” she says. “I could understand if I had made the reservation months before, but I had only made the reservation a few days before for a last-minute reservation.”

I thought it would be worth checking with Vacasa about her case. I don’t know, maybe I felt for her, having to cancel her vacation to take care of her son. So I ran her case by the company.

A representative responded right away and assured me that booking and cleaning fees had been fully refunded.

“Our stated policy is that guests have 24 hours immediately after booking or 30 days prior to the reservation date to cancel for a full refund,” she explained. “We do this to protect the homeowners renting their properties. We make sure this policy is communicated to all renters in a variety of ways, including our terms and conditions, a confirmation email and in our rental policy.”

That policy states:

You may cancel within the first 24 hours of booking the reservation with a full refund.

Rental payments (less a 5 percent processing fee) are refundable up until 30 days prior to the reservation.

We are unable to offer refunds on reservations cancelled within 30 days of the check-in date unless you purchase our optional Trip Protection plan and the reason for cancellation falls within the trip protection guidelines.

Newman isn’t happy with that resolution, but this is one of those times when I think Vacasa did everything it had to. Perhaps more than it had to. I mean, it was well within its rights to deny her any kind of refund.

The lesson learned? Don’t book something unless you know that you’ll use it? Certainly. Insurance? No. A “breakdown” at camp probably wouldn’t be a covered reason under any standard travel insurance policy. Do business with another company? A hotel probably would have charged her a full night, so she might have done better. Then again, maybe not.

I’m moving her grievance into the “Case Dismissed” file, but not before getting on my soapbox. I think the system – where life happens and you lose your entire vacation – isn’t fair. I know that rules are rules, but is there anyone out there who can honestly say the vacation rental company deserved her money? She isn’t staying in the rental.

Is Vacasa right? Yes. Is the system fair to consumers? Sometimes not.

Is Vacasa's cancellation policy fair?

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